Emergency Support Lead Coordinator

With a passion for life

Join our diverse teams of passionate people and a career that allows you to develop both personally and professionally. At Getinge we exist to make life-saving technology accessible for more people. To make a true difference for our customers - and to save more lives, we need team players, forward thinkers, and game changers.

Are you looking for an inspiring career? You just found it.

Job Overview

The Emergency Support Lead Coordinator provides oversight of the Emergency Support Program (ESP), functions as one of the consultants taking emergency calls, and ensures all aspects of the program function to provide optimal support of internal and external contacts. As an Emergency Support Consultant, this person supports Cardiac Assist product line customers and field teams through the Emergency Support Program. The external contacts for this position are Getinge customers, and communication with them is often times of a consultative nature as well as in troubleshooting. The consultant uses approved company materials and an understanding of the clinical situations in which Getinge products interact with the customers' patients to guide troubleshooting efforts to a satisfactory outcome.

Job Responsibilities and Essential Duties

• Communicates frequently with internal contacts from a wide variety of departments supporting the Cardiac Assist product line such as Sales, Service, Training, Marketing, and Quality.
• Assesses emergency call summaries entered into the internal reporting system for completeness and accuracy and provides feedback and coaching to the consultants as necessary.
• Reviews emergency call summaries to identify trends, working with Training to address any recognized learning needs. Develops processes and protocols related to the dispatch of the ESP team and the communication of pertinent information to various internal contacts.
• Responds to customer/consultant reports of dispatch delays and works with Service contacts to resolve them.
• Responds to questions / requests for assistance from consultants and field teams related to troubleshooting with customers.

• Prepares the Emergency Support Consultant schedule to ensure 24 hour coverage.
• Provides ESP-specific training for new consultants.
• Responds to emergency calls from the Cardiac Assist clinical support service line.
• Conducts communications that may be confidential and sensitive in nature. Communications may require problem solving and involve sharing of information with various internal contacts.
• Assesses the needs of customers through appropriate questioning.
• Utilizes various communication methods as available to assess and troubleshoot.
• Provides information to assist customers based on guidelines, operator manuals, and the approved Instructions For Use. Contacts the local sales and service contacts as necessary.
• Documents customer contact summary in internal reporting system, and if applicable, through appropriate Quality reporting system(s).
• Ensures up-to-date knowledge and compliance with all environmental, safety and health policies.
• Informs management of any actual or potential hazards in work environment and recommend any improvements to reduce exposure.

Minimum Requirements

• Bachelor's degree or an equivalent combination of education and work experience.
• A minimum of 5 years of Critical Care or Cardiac Catheterization Lab and IABP (Intra- Aortic Balloon Pump) experience.
• Competency will be tested on a periodic basis and the employee must achieve a passing score.

Required Knowledge, Skills and Abilities

• Ability to communicate effectively, both written and verbal, with all levels of employees and customers.
• Strong organizational and problem solving skills are required in order to provide appropriate guidance to the customers as well as field personnel.
• Ability to use computer application programs such as word processing, database and spreadsheet.
• Ability to manage personnel and technical issues, recognizing that customer/patient outcomes are influenced directly by subordinates.
• The ability to be flexible with rotating shift work.
• The ability to provide a professional atmosphere while answering support calls on the phone.
• This position requires the employees to have a high-speed reliable internet connection for access to company systems like Lotus Notes, GForce, Outlook, and Skype.
• This position requires the employee have a reliable cell signal and a fixed landline connection as a backup.
• The position requires occasional travel for training and competency evaluations.

The salary range for this position is between $110,000-125,000 depending on experience and location with a 10% target bonus.

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About us

With a firm belief that every person and community should have access to the best possible care, Getinge provides hospitals and life science institutions with products and solutions aiming to improve clinical results and optimize workflows. The offering includes products and solutions for intensive care, cardiovascular procedures, operating rooms, sterile reprocessing and life science. Getinge employs over 12,000 people worldwide and the products are sold in more than 135 countries.

Benefits at Getinge:

At Getinge, we offer a comprehensive benefits package, which includes:

• Health, Dental, and Vision insurance benefits
• 401k plan with company match
• Paid Time Off
• Wellness initiative & Health Assistance Resources
• Life Insurance
• Short and Long Term Disability Benefits
• Health and Dependent Care Flexible Spending Accounts
• Commuter Benefits
• Parental and Caregiver Leave
• Tuition Reimbursement

Getinge is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, pregnancy, genetic information, national origin, disability, protected veteran status or any other characteristic protected by law.Reasonable accommodations are available upon request for candidates taking part in all aspects of the selection process.